Never received my order. The dress was listed as ‘in stock’ and so I gave it the 5-8 day delivery window before reaching out to customer service. Never received a reply. Reached out a second time (via email, online submission form, and text)—again, no reply. This went on for nearly a month before I decided to file a dispute with my bank to get a refund and report this to ShopPay. I do not like resorting to writing a poor review or reporting a small business, but I also do not like being ripped off of my time. Very disappointing experience. Buyer beware.
MK
Michelle K.
Shipping time slow, poor design
Shipping time was slow and the Cordelia Snake Brooch received did not have good details. (The snake was ok, but the hand looked awful.) A return was approved and received, but took so long to refund that I was about to dispute the charge. Disappointed with the overall experience.
Response from Nicoletta CarloneSep 13, 2025
I'm sorry that the Cordelia Snake Brooch didn't meet your expectations. Could you let us know if the product photo matched the item you received? We take care to make sure our customers are satisfied with our products and would like to understand what went wrong.
Thanks,
Stanley
Customer Service
TA
Tara
The matter is still unresolved and no…
The matter is still unresolved and no one has gotten back to me.
Response from Nicoletta CarloneAug 26, 2025
We’re truly sorry to hear about your experience. Please know that we absolutely want to make this right for you. I did send instructions on how to submit your return request through our website, but it looks like we haven’t received anything back yet, and we completely understand how frustrating that must be. Here is the direct link for returns: https://nicolettacarlone.com/returns
Your satisfaction is very important to us, and we never want any of our customers to feel unheard. If you could kindly resubmit your return request through the website (or reach out directly to me on the website), I’ll make sure your case is prioritized and resolved as quickly as possible.
Thank you for bringing this to my attention — we’re committed to making your experience a positive one.
All the best,
Stanley
Customer Service
MN
M. N.
1 out of 3 is bad. (Sorry, Meatloaf.)
I placed 3 orders with this website because 2 were pre-order items and I wanted to be able to track them separately (don't get me started with sites that hold your entire order. Looking at you, Woobles.)
Anyway, I ordered one Fable Duster, one Astrology Kimono and then 2 in-stock scarves as the 3rd order. The site says 2-3 days processing and 10 days shipping time, but after 3 weeks, I had not received any tracking. I reached out and about a week later, the order finally moved.
The 2 kimono/duster/cardigans NEVER SHIPPED. Almost 2 months later. The Fable Duster shows as in stock on the site, but never shipped. I've placed disputes with the payment processing companies I used. I'm done reaching out to Stanley just to be told that the orders are coming and there's no detail. I can tell by my 3 order numbers that the volume they're handling isn't that high.
Response from Nicoletta CarloneJun 20, 2025
Thank you for your feedback. I just wanted to clarify that I’ve personally responded to every message we’ve received, so it’s possible our emails may not be reaching your inbox. In my most recent email, I followed up to confirm if you received the shipping confirmations for both of your orders, along with the direct tracking links.
I truly apologize for the delay. As mentioned, the current tariff situation has presented unexpected challenges for many small businesses like ours, but we’re actively working through them to ensure every order is delivered safely and as quickly as possible.
We genuinely care about each customer and take every concern seriously. If there’s anything further I can do to assist, please don’t hesitate to get in touch.
Thank you again for your patience and understanding.
Warm regards,
Stanley
Customer Service
GD
Grace D.
Weird shipping experience
I would never order from this site again, even though they have very cool and unique items. I placed an order and never received a confirmation from the site — I had to work backwards to find my order number. I didn’t realize that the item was “pre-order,” and I got no update for over a month. There was no date for shipment, and I felt in the dark about everything. When I reached out to customer service to cancel my order, it was somehow already shipped by the carrier? Yet I never got an email about shipping or tracking until I tried cancelling the order… Seemed weird and disorganized. I did finally get the item, but this was such an odd experience that I will not be using this site again in case I would have another similar experience.
Response from Nicoletta CarloneJun 11, 2025
Hi Grace,
Thank you so much for taking the time to share your experience—and we’re truly sorry to hear it didn’t meet your expectations. We completely understand how frustrating it must have felt to be unsure about the status of your order, and we sincerely apologize for any confusion along the way.
To clarify for you and others reading: the item you ordered was a pre-order, which is always noted clearly on the product page, shopping cart, checkout page, and order confirmation. That said, we realize how easy it is for these details to be overlooked—especially when you're excited about a unique find!
It's also possible that our automated emails, including the order confirmation and shipping notice, were filtered into your spam or promotions folder. We’re working hard to improve that deliverability because no one should have to hunt for their receipt or tracking info.
When you reached out, your package had just been shipped—which unfortunately meant we were no longer able to cancel it. We understand how the timing felt off and we’re so sorry that gave the impression of disorganization. We strive to keep our customers informed and supported every step of the way.
We’re glad the item ultimately arrived, but we’re disappointed that your experience wasn’t as smooth as it should have been. Your feedback is incredibly valuable, and we’ve shared it with our team to continue improving. If you ever do decide to give us another try, we’d love the chance to give you the seamless, positive experience you deserve.
Warmly,
Stanley
CM
Christina M.
They stole my money and cannot make the items they are selling!
I ordered a customized dress as a gift for a friend with the understanding that it would take 3-5 weeks. When I hadn't heard from them, I began reaching out to confirm it would be here in time. It took a lot of work to get a response. Once I did, they admitted they could not fulfill the order due to tariffs and lack of supplies. They offered a refund or a credit, I chose the refund, as I had ordered this dress as a gift for my friend who was going through some very difficult times and had an event on the horizon. They are still offering a dress they cannot make for sale on their website. They do not have the ability to supply the regular sizes either, as they said that those are also made to order. They never reached out to me after ordering to let me know, I only found out because I was persistent. They have not refunded me my $333.63, and it has been a week since they said they would.
Response from Nicoletta CarloneMay 28, 2025
Hi Christina,
We’re truly sorry to hear about your experience and appreciate you taking the time to share it. We take all customer feedback seriously—especially when it gives us an opportunity to clarify and improve. Your order unfortunately couldn’t be completed due to unforeseen tariffs and supply chain issues. As a result, we issued a refund per your request and sent an email on May 21 confirming that the refund would take 4–7 business days to process.
Two days later, a PayPal dispute was filed, which resulted in the refund being canceled on our e-commerce platform. When a dispute is opened, PayPal freezes the transaction and prevents any further action on our end until the case is resolved or closed. This ensures that no duplicate refunds are issued.
We understand how frustrating these situations can be and regret any confusion caused by the timeline. Please rest assured, we’re closely monitoring the case and will finalize the refund as soon as PayPal permits.
Customer satisfaction is always our priority, and we remain committed to making sure every experience is handled with care and professionalism.
Warm regards,
Stanley
Customer Service
Nicoletta Carlone
SB
Sophia B.
No communication for more than a month
No communication for more than a month, it says on the website that it ships within 2 weeks.
Response from Nicoletta CarloneMay 8, 2025
Hi Sophia,
I hope this message finds you well. I wanted to follow up as I haven’t received any emails from you regarding your order. Could you please confirm whether you sent your message to the customer service email listed on our website?
According to USPS tracking, your order was delivered on May 5. I’m reaching out to ensure that you’ve received it, as I’m concerned there may have been an issue with delivery.
Please contact me as soon as you can so we can resolve this promptly.
Thank you,
Stanley
Customer Service
AL
Alex
Placed Order, no update in over a week on shipment
I ordered a scarf close to two weeks ago. I have received no shipping updates and have sent multiple emails inquiring about my order with no response. I tried calling the number listed on the site and it goes straight to voicemail. Horrendous customer service!!
Response from Nicoletta CarloneMay 8, 2025
Hi Alex,
I’ve replied to all of your emails, including the most recent one with the tracking number for your order. I just wanted to check in—did you receive it? I haven’t heard back and wanted to be sure everything is all right on your end.
All the best,
Stanley
